As a Customer Success Specialist, you will be the main point of contact for our customers throughout their journey with FotoFinder — from onboarding through renewal and growth. You'll work closely with Sales, RND and Product teams to ensure smooth, positive experience with our medical devices and SaaS platform.
Your responsibilities
- Own the onboarding process for new customers, guiding them through setup and first use of our mobile and stationary imaging systems and software.
- Conduct regular account health checks to monitor customer satisfaction, product adoption, and usage, proactively identifying risks before they become issues.
- Manage escalations end-to-end, coordinating with internal departments (Support, Product, Sales, and Service) to resolve customer concerns quickly and effectively.
- Collaborate closely with other departments to ensure customer-facing processes run smoothly and consistently.
- Identify upsell and cross-sell opportunities within your customer portfolio and generate qualified sales leads for the sales team.
- Manage contract extensions and upgrades for both mobile and stationary product lines, ensuring timely renewals.
- Prepare for and participate in regular business reviews with customers, presenting account performance and identifying opportunities for growth.
- Maintain accurate and up-to-date records in our Customer Success platform and customer database.
- Contribute to the design and documentation of new processes, procedures, and campaigns.
What You Bring
- Experience in a customer success, account management, or key account role, ideally in a SaaS, medical device, or healthcare technology environment.
- Solid technical understanding, with the ability to quickly grasp complex medical devices and software and explain them clearly to customers.
- Excellent communication and organizational skills, with a customer-first mindset and the ability to manage multiple accounts and priorities at once.
- A proactive and solutions-oriented way of working, especially when handling escalations.
- Skilled in complaints management and de-escalation, staying calm and professional to resolve difficult customer situations effectively.
- Strong collaboration skills, working effectively across technical, sales, support, and product teams.
- Good product understanding paired with a commercial mindset — comfortable discussing technical details as well as spotting upsell and sales opportunities.
- A relationship-building and growth mindset, continuously looking for ways to strengthen customer relationships and improve ways of working.
- Good understanding of data and statistical analysis, with the ability to interpret account data and identify potential opportunities.
- Comfort working with CRM or Customer Success software and maintaining clean, reliable data.
- Fluent English required; German language skills are a strong plus.
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Customer Success Specialist EMEA Arbeitgeber: FotoFinder Systems GmbH
FotoFinder ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in den USA und LATAM eine dynamische und unterstützende Arbeitsumgebung bietet. Mit einem starken Fokus auf Mitarbeiterentwicklung und Teamarbeit fördern wir eine Kultur des Wachstums und der Zusammenarbeit, die es Ihnen ermöglicht, Ihre Fähigkeiten in der Kundenbetreuung und im technischen Verständnis weiterzuentwickeln. Unsere flexiblen Arbeitsmodelle und die Möglichkeit, an innovativen Projekten im Gesundheitswesen zu arbeiten, machen uns zu einem attraktiven Arbeitsplatz für alle, die eine sinnvolle Karriere anstreben.
